Expert - Operations Support

Globe Telecom; Philippines; On-site; PHP 390,600 - 669,600; Full time

Job summary

Globe Telecom in the Philippines is looking for a Network Operations Center Engineer specializing in Fault/Incident Management. The role involves monitoring network alarms, resolving incidents, and collaborating with cross-functional teams to ensure network performance. Candidates should have expertise in network protocols, scripting, and incident management, along with the ability to thrive in high-pressure environments. The position also contributes to automation initiatives to optimize network operations.

Qualifications

• Deep understanding of network fundamentals, protocols, and tools.
• Hands-on experience in scripting and automation.
• Ability to handle critical incidents in a high-pressure environment.

Responsibilities

• Monitor and acknowledge alarms for the Core network.
• Create fault tickets for network incidents and outages.
• Perform first-line troubleshooting of alarms and outages.
• Provide timely updates and resolutions for all open tickets.
• Collaborate on infrastructure automation and CI/CD pipeline integrations.

Skills

Monitoring network alarms

First-line troubleshooting

Scripting and automation

Incident management

Collaboration with cross-functional teams

Tools

Alarm Management System (AMS)

Element Management System (EMS)

Monitoring tools

Job description

Job Description

As a Network Operations Center Engineer specializing in Fault/Incident Management, your role is crucial in monitoring, acknowledging, and resolving network alarms, incidents, and outages. You will be responsible for creating fault tickets, performing first‑line troubleshooting, escalating incidents as necessary, updating ticket statuses, and implementing changes and activities based on schedule and quality standards. Your role involves providing timely information on incident status, resolving complaints, and collaborating with support groups and team leaders to ensure efficient incident resolution and network stability.

Your role includes managing the day‑to‑day operations of our Network Operations Center (NOC), including proactive monitoring, incident resolution, and performance analysis, while also contributing to automation initiatives, configuration management, and CI/CD pipeline support. They will collaborate closely with cross‑functional teams to ensure seamless deployment and operational continuity of both network services and integrated systems.

Your position requires a deep understanding of network fundamentals, protocols, and tools, along with hands‑on experience in scripting and automation. You will be handling critical incidents in a high‑pressure environment, continuously optimizing network performance, and contributing to the development of scalable operational solutions.

Duties And Responsibilities

• Monitors and acknowledges alarms at Alarm Management System (AMS) / Element Management System (EMS) for the Core network
• Create fault tickets for Network Incidents and Outages
• Perform first‑line troubleshooting of alarms, outages, network quality/performance issues
• Updates the status of all open tickets and clears immediately upon restoration of the fault
• Escalates incidents to the support group for incidents that need onsite support
• Provides regular and timely information on the status of incidents until resolution
• Resolves complaints endorsed by the Service Desk
• Implements activities/work requests assigned by Team Leaders based on agreed schedule and quality standards
• Implements changes for network rollout, project‑related / ad‑hoc activities, and provides feedback to the proponent through email
• Performs vertical and horizontal escalation during instances of network outages or degradation
• Implement and manage monitoring tools, alert systems, and automated health checks
• Collaborate on infrastructure automation and CI/CD pipeline integrations

KPIs

• Ticket handling performance; end‑to‑end service assurance TAT; customer communication and reports; attendance; and project contributions
• Implementation of corrective and preventive actions for high‑risk audit findings; functioning business continuity plans and procedures during operational disruptions

Top 3‑5 Deliverables

• Resolution of alarms, outages, and complaints
• Visualization of network health correlated with deployment activities

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here.